ONLINE ISSUES Spiel

• Response Type
• Phone

When customer states they are unable to pay online:

• "Please attempt to recreate the issue via the Express Lanes website and follow the guidelines for online payment issues."

• "Thanks for giving us a call, we value your feedback and apologies for the inconvenience. The online payment system is back up and running. To save time, you can complete the process here with me now:"

If the issue has not been resolved use the following:

• "Thanks for giving us a call, and apologies for any inconvenience. While our team gets the online payment system back up and running, we can complete the process over the phone with you now. "